Introduction to Experience Management

Experience Management (XM) is the practice of systematically understanding human beings and designing experiences that meet their needs. When done well, XM enables organizations to build trust and loyalty with their most important stakeholders, including customers, employees, and partners. The XM skills and knowledge you'll learn will help you make smarter, faster decisions, making them valuable for professionals in every organization. In this introductory course, you will explore how humans process experiences and what behavioral science tells us about how people think and act. You will learn what Experience Management is and how it creates value for an organization. Finally, you will dive into the Experience Management Operating Framework to understand how an organization can develop a successful XM program. Throughout the course, we will use real-life examples to explore specific business cases and scenarios for customer experience (CX) and employee experience (EX).

• Examine some characteristics of human beings that shape how we process experiences
• Identify ways to improve people's experiences by tapping into a variety of different needs
• Understand what Experience Management (XM) is and how it creates value for organizations
• Recognize how to drive change across an organization by activating different executives
• Learn how to build a strong XM program by adopting the XM Operating Framework